大型医院门诊导诊服务系统的现状分析

The analysis of outpatient navigation service system in large hospitals

目的优化大型医院门诊就诊环境,方便患者就诊,提高门诊综合管理水平。方法 2015年9月—11月,采用方便抽样的方法,在某省辖市东、西、南、北、中方位各选择2家共计10家大型医院,用自行设计的调查表,调查其门诊导诊服务形式、种类和分布情况,访问患者认知和利用情况,进行统计分析。结果 10家医院门诊导诊服务形式共有14种,其中1家医院14种导诊形式全部具备,有2家医院的导诊形式达到13种,构建相对较完善;另外7家大型医院的导诊形式只有4~6种,形式相对单一。结论大型医院构建门诊导诊服务系统能引导患者有效就诊,优化就诊环境,彰显医院人文服务、智慧服务理念和科学管理水平。

Objective To optimize the environment of outpatient clinics in large hospitals, facilitate the patients＇ visits and improve the comprehensive management level. Methods From September to November 2015, 2 hospitals in each part of a provincial city （middle, east, west, north and south）, a total of 10 hospitals were chosed by convenient sampling method. The forms, types and distribution of outpatient navigation service system were investigated and analyzed by using a self-designed questionnaire. Results There were a total of 14 forms of counseling-guide services in the 10 hospitals. Just 1 hospital provided all the 14 forms of counseling-guide services, and 2 hospitals provided 13 forms of counseling-guide services, which were relatively complete. While the other 7 large hospitals provided only 4 to 6 forms of counseling-guide services, which were relatively simple. Conclusion Qualified outpatient navigation service system can help patients to receive more effective treatment, optimize the environment, highlighting the modern hospital humanistic service and the concept of intelligent service and scientific management.